Using importance-satisfaction analysis in evaluating student satisfaction: a case study of economics and administration Faculty of Qafqaz University

Education is one of the main industries in the world, which needs to focus more than other types of industries. As Mandela said, “Education is the most powerful weapon, which you can use to change the world” (www.brainyquote.com). Global economic recession era put serious pressure on private Higher Education Institutions (HEI), which resulted as decrease in the university spending`s budget. Therefore, HEI forced to develop more competitive ways to find new financial resources for rapid technological and organizational changes (Savsar, 2012). Students are the motive of being of Higher Education. The aim of this study is to implement İmportance-Satisfaction Analysis (IPA) matrix to evaluate the student`s satisfaction and assess importance of different attributes in terms of student`s perception. The students that participated in this study enrolled in the present academic year, 2015/2016, in the Economics and Administration Faculty-Qafqaz University. In order to perform study, survey method applied to collect the data and number of received valid questionnaire were 266. Questionnaire used to collect demographic information of students, identify importance given to each attribute and satisfaction degree of each attribute. Descriptive analysis used to identify profile of respondents, also find satisfaction and importance degree for each attributes. To evaluate differences between groups, built association between variables, find relation between variables and answering to the research hypothesis inferential analysis applied. Moreover, IPA matrix was been used to explore the attributes that needs improvement that perceived as attributes that are more important for the students. The result showed that generally students are satisfied with service quality offered by HEI-on sample of the Qafqaz University. In addition, research found that there are no differences in overall satisfaction and importance by department, gender, academic year and grade point average. IPA matrix highlighted the main attributes, which performs well, namely Academic Services and Teaching aspects, and in another hand needs to concentrate in Undergraduate program and External Relations. In addition, research found that loyalty of students is very low and there is a negative correlation between loyalty and satisfaction.

Stakeholder preference and stated vs. derived importance satisfaction research

This paper presents a case study that reveals how stakeholders in the research process, by recommending specific data collection and analytical techniques, exert significant ‘hidden’ influence on the decisions made on the basis of market research findings. While disagreements amongst stakeholders regarding research design are likely, the possibility that strategies adopted by companies are dependent upon stakeholder research preferences has not been adequately addressed in the literature. Two widely used quantitative customer satisfaction evaluation approaches, involving stated and derived importance, are compared within a real life market research setting at an international bank. The comparative analysis informs an ongoing debate surrounding the applicability of explicit and implicit importance measures and demonstrates how recommendations are dependent upon the methodological and analytical techniques selected. The findings, therefore, have significant implications for importance based satisfaction market research planning and highlight the need to consider the impact of stakeholder preferences on research outcomes.

Importance-Performance Analysis of Guest Entertainment Technology Amenities in the Lodging Industry

An assessment of how hotel guests view in-room entertainment-technology amenities was conducted to compare the importance of these technologies to how they performed. In-room entertainment technology continues to evolve in the hotel industry. However, given the multitude of entertainment products available in the marketplace today, hoteliers have little understanding of guests’ expectations and of which in-room entertainment-technology amenities will drive guest satisfaction and increase loyalty to the hotel brand. Given that technology is integral to a hotel stay, this study seeks to evaluate the importance and performance of in-room entertainment-technology amenities. Findings indicate that free-to-guest television (FTG TV) and high-speed Internet access were the two most important inroom entertainment-technology amenities when it comes to the selection of a hotel for both leisure and business travelers. The Importance/Satisfaction Matrix presented in the current study showed that many of the in-room entertainment-technology amenities are currently a low priority for guests. Keywords: importance-performance analysis, hotel, in-room entertainment technologies

Job satisfaction and life satisfaction: Analysis of a reciprocal model with social demographic moderators

The general objective of the study was to empirically test a reciprocal model of job satisfaction and life satisfaction while controlling for some social demographic variables. 827 employees working in 34 car dealerships in Northern Quebec (56% responses rate) were surveyed. The multiple item questionnaires were analysed using correlation analysis, chi square and ANOVAs. Results show interesting patterns emerging for the relationships between job and life satisfaction of which 49.2% of all individuals have spillover, 43.5% compensation, and 7.3% segmentation type of relationships. Results, nonetheless, are far richer and the model becomes much more refined when social demographic indicators are taken into account. Globally, social demographic variables demonstrate some effects on each satisfaction individually but also on the interrelation (nature of the relations) between life and work satisfaction.

Urban transport interchanges: Importance-Performance analysis for evaluating perceived quality

As the world becomes more urbanised, public transport in cities must seek to provide viable alternatives to individual car transport. At an urban level, interchanges in public transport networks provide easy transfers between and within different transport modes and facilitate seamless travel. This study proposes a methodological framework with which to identify the factors that travellers view as key elements of an urban transport interchange. An attitudinal survey was undertaken in order to collect information about users? needs and perceptions in the Moncloa interchange in Madrid, Spain. The results obtained from an Importance-Performance Analysis (IPA) show that aspects related to the signposting of different facilities and transport services, the internal design of the interchange and the surrounding area, and safety and security are the greatest strengths of the interchange.

Hypoactive sexual desire disorder in a population-based study of Brazilian women: associated factors classified according to their importance

Objective: The etiology of hypoactive sexual desire disorder (HSDD) is known to be multifactorial, involving biological, psychosexual, and context-related factors. The objective of the present study was to analyze the factors associated with female HSDD and to stratify these factors according to their importance. Methods: This was a population-based, hierarchical study conducted in Brazil, based on data from previous research on the Brazilian Sexual Life Study, conducted between November 2002 and February 2003 in various Brazilian cities. The primary study consisted of a self-administered and anonymous questionnaire, addressing sociodemographic parameters, general health, life habits, behavior, and complaints related to sexual function. The association between HSDD and various other factors was assessed. The data were evaluated by hierarchical multiple regression analysis. Results: The prevalence of HSDD in this sample was 9.5%. Associations were found with cardiovascular disease, breast cancer, posttraumatic stress, poorer education level, being older, being married, a lack of information on sexuality in childhood/adolescence, and a limited sexual repertoire. Women who consumed moderate amounts of alcohol were found to be less likely to have HSDD. Conclusions: Analysis of the associated factors classified in order of importance and analysis of the characteristics of the sexual relationships provide additional information to currently available data on the traditional concepts of HSDD.

Quality of life, life satisfaction and happiness in shift- and non-shiftworkers

OBJECTIVE: To investigate the quality of life, life satisfaction, happiness and demands of work in workers with different work schedules. METHODS: The survey was carried out on professional workers in social care. Some were shiftworkers whose schedule included night shifts (N=311), some were shiftworkers without night shifts (N=207) and some were non-shiftworkers (N=1,210). Surveys were mailed and the response rate was 86%. For the purpose of this study several variables were selected from the Survey: The Quality of Life Profile, which measures importance, satisfaction, control and opportunities in nine domains of life plus measures of happiness, life satisfaction and demands of work. RESULTS: While both groups of shiftworkers, compared to non-shiftworkers, reported needing more physical effort to complete their work, and reported 'being' more physically tired, no differences were found in reports of overall happiness, life satisfaction or total quality of life. However, night-shiftworkers reported greater percentage of time unhappy than the other two groups of workers. In analyses of the quality of life, night-shiftworkers were less satisfied with domains of spiritual 'being' and physical and community 'belonging' than day-shiftworkers and non-shiftworkers. They also reported having fewer opportunities to improve their physical 'being', leisure, and personal growth than the other two groups. CONCLUSIONS: Quality of life in specific domains in night-shiftworkers was rated worse than in other groups of workers. Domain-based quality of life assessment gives more information regarding the particular needs of workers than overall or global measures of well-being.

Coaching SME managers: business development or personal therapy? A mixed methods study

While a growing number of small- and medium-sized enterprises (SMEs) are making use of coaching, little is known about the impact such coaching has within this sector. This study sought to identify the factors that influence managers' decision to engage with coaching, their perceptions of the coaching ‘journey’ and the kinds of benefits accruing from coaching: organisational, personal or both. As part of a mixed methods approach, a survey tool was developed based upon a range of relevant management competencies from the UK's Management Occupational Standards and responses analysed using importance-performance analysis, an approach first used in the marketing sector to evaluate customer satisfaction. Results indicate that coaching had a significant impact on personal attributes such as ‘Managing Self-Cognition’ and ‘Managing Self-Emotional’, whereas the impact on business-oriented attributes was weaker. Managers' choice of coaches with psychotherapeutic rather than non-psychotherapeutic backgrounds was also statistically significant. We conclude that even in the competitive business environment of SMEs, coaching was used as a largely personal, therapeutic intervention rather than to build business-oriented competencies.

Key factors affecting the efficiency of transport interchanges

This paper provides a meta-analysis of long/short distance passenger interconnectivity within the European context. The analysis is based on the results of the European project HERMES of the 7th EU R&D Programme. The study collected stakeholders and travelers’ valuation and preferences in 5 interchanges in 3 EU countries. To that end a common survey was conducted in the following sites: Gothenburg Central Station (Sweden), Avenida de America Interchange in Madrid, Lleida-Zaragoza railway stations (Spain), and the Intermodal Station of Part Dieu in Lyon (France). The first survey addresses the analysis of the different stakeholders’ opinion on the interchange management and characteristics. The second survey gives an insight into the key requirements of long/short distance intermodal passengers in the selected case studies. This included the following aspects: on one hand, trip origin and destination, connecting transport services and modes, trip characteristics, type of ticket, trip motive and socioeconomic characteristics of the traveller. On the other hand, it was structured in such a way to ask passengers to rate importance/satisfaction of a series of common quality and functional aspects like information, accessibility, transfer times, service supply, etc. In conclusion, the paper highlights which elements of the interchange are considered as relevant and how different groups of stakeholders value them, both theoretically and in the selected case studies. They also have identified some key barriers as the lack of internal coordination among operators, managers and decision makers, as well as the the poor signage, particularly among connecting services. Travellers seem to have different priorities depending on their age, purpose of trip and mode chosen. In some cases time appears as the most relevant factor, whilst price is decisive in others.

2083 – A European Declaration of Independence - An Analysis of Discourses from the Extreme

This paper analyses three of the dominating discourses Anders Behring Breivik used in his compendium, the official title of which is 2083 – A European Declaration of Independence, also known as Breivik's Manifesto. It is believed Breivik posted his Manifesto on the Internet shortly before the attacks in Norway in July, 2011. The number 2083 stands for the year when the "Western European Civil War" was expected to be completed, all traitors executed, and all Muslims deported from Europe. This article will discuss dominating discourses in the Manifesto, seen from a background of a European multicultural backlash, in which the political far-right movement is increasing. Furthermore, this article will end with a discussion of education and the importance of analysis of such phenomena within different subjects.

Importância e satisfação atribuídas pelos professores universitários às competências comunicacionais

O Processo de Bolonha enfatiza as competências de comunicação dos estudantes universitários, nomeadamente os da saúde. As conceções dos professores tendem a variar com a idade e são importantes na formação das conceções dos alunos. Objetivos – Analisar a importância e a satisfação que professores universitários atribuem a diversas competências de comunicação e a sua relação com a idade. Metodologia – Foram avaliados 79 professores universitários, entre os 29 e os 82 anos (M=41,89; DP=9,99), maioritariamente do sexo feminino (69,6%), através de um Questionário Sóciodemográfico e das Escalas de Importância (EI) e Satisfação (ES) do Questionário de Competências de Comunicação (QCC). Resultados – Entre 1 a 4 participantes atribuíram a 11 dos 26 itens da EI e a 7 dos 26 itens da ES o menor valor possível. Houve também pelo menos um participante a atribuir o maior valor possível a todos os itens da EI (entre 8 a 51 participantes) e da ES (entre 6 a 46 participantes). A competência “agradecer” foi considerada a mais importante e satisfatória. A idade não se correlacionou com os itens da EI, correlacionando-se com “responder a perguntas” (r(78)=0,27, p≤0,02) e “pedir feedback nas relações sociais” (r(78)=0,30, p≤0,008) da ES. Dado que competências imprescindíveis aos profissionais de saúde obtiveram scores indicadores de baixa importância (e.g., “discordar”, “recusar pedidos”, “fazer pedidos”, “parafrasear”), considera-se importante trabalhar a perceção de importância dos professores universitários que não parece variar com a idade. Competências importantes para o trabalho do professor (e.g., “recusar pedidos”, “pedir mudança de comportamento”) obtiveram das médias de satisfação mais baixas, sugerindo necessidade de treino.

CRM tietojohtamisen näkökulmasta

Tämän tutkielman tarkoituksena on selvittää, miten tietojohtamisen konseptia voidaansoveltaa asiakassuhteiden hallinnassa. Tutkimusmenetelmänä olen käyttänyt kirjallisuustutkimusta, jota on täydennetty yhdellä tapaustutkimuksella. Tietojohtaminen voidaan jakaa kahteen osakokonaisuuteen: tietämyksen hallintaan ja tietohallintoon. Tietämyksen hallinta käsittää ihmiset ja organisaation, kun taas tietohallinto käsittää tietojärjestelmät ja sovellukset. Tätä jaottelua voidaan soveltaa myös asiakassuhteiden (asiakkuuksien) hallintaan. Asiakkuuden hallinta voidaansamaan tapaan jakaa asiakastietämyksen hallintaan ja sitä tukevaan tietohallintoon. Näin ollen tietojohtamisen kehittämiseen rakennetut mallit ja menetelmät ovat sovellettavissa myös asiakkuuden hallinnan kehittämiseen. Tietojohtamisen konseptin ja tapaustutkimuksen pohjalta johtamani asiakkuuden hallinnan konsepti poikkeaa jonkin verran yleisesti käytetyistä asiakkuuden hallinnan teoreettisista malleista. Konseptini arkkitehtuuri perustuu visioon, muutosta kuvaaviin strategioihin sekä yhteisesti sovittuihin mittareihin, joilla asiakkuuden hallinnan eriosa-alueiden tarkoituksenmukaisuutta ja tehokkuutta arvioidaan. Keskeisenä tavoitteena on varmistaa asiakastietämyksen kartuttaminen ja tehokas hyödyntäminen kaikissa asiakasrajapinnoissa. Tähän päästään yhdistämällä asiakasprosessit ja organisaation omat toimintaprosessit mahdollisimman saumattomaksi kokonaisuudeksi mm. tietohallinnon palveluja ja monikanavaisuuden ideaa hyödyntämällä. Asiakkuuden hallinnan kehittämisen kannalta on tärkeää ymmärtää, millaisia mahdollisuuksia tietojohtamisen eri mallit ja yleisemmin koko tietoyhteiskuntakehitys antavat organisaatioiden kilpailukyvyn tehostamiseen. Keskeistä on luoda edellytykset tiedon vapaalle virralle, verkostoitumiselle ja innovaatioille unohtamatta kuitenkaan analyysin ja systemaattisten toimintatapojen merkitystä yrityksen toiminnan kokonaisuudessa

Considering Target Groups in the Creation of a Comprehensive City Branding Process

The aim of the research was to create a comprehensive city branding process. This was done by identifying the key target groups of the city and considering them in the city branding process. Also key stakeholders were identified and taken into consideration when creating the branding process. As an empirical study, three first stages of the city branding process were implemented for the city of Lappeenranta having "students" as the case target group. An interview with the city officials was conducted, as well as a student survey on the current city image of Lappeenranta. Quantitative research methods were used to analyze the results of the survey. A comprehensive city branding process with eight stages was created in the research. Target groups were considered in the process by identifying the target group dependent stages. The empirical study revealed that the current city image held by the students consists of six dimensions. These dimensions were analyzed from the viewpoint of Lappeenranta with the help of an importance performance analysis.

Étude sur l'utilisation de liquides ioniques à base imidazolium pour l'extraction sélective de phosphopeptides

La phosphorylation des protéines constitue l’une des plus importantes modifications post-traductionnelles (PTMs) et intervient dans de multiples processus physiologiques tels, la croissance, la différenciation cellulaire, l’apoptose, etc. En dépit de son importance, l’analyse des phosphoprotéines demeure une tâche difficile en raison de leur nature dynamique (car la phosphorylation des protéines est un processus réversible) et de leur faible abondance relative. En effet, la détermination des sites de phosphorylation est souvent difficile car les phosphopeptides sont souvent difficiles à détecter par des méthodes d’analyse chromatographique classique et par spectrométrie de masse (MS). De récentes études ont démontré que les nombreuses méthodes d’enrichissement de phosphopeptides existantes ne sont pas complètes, et que le nombre total de phosphopeptides détectés ne chevauchent pas complètement ces méthodes. C’est pour cela qu’il existe une nécessité de combler les lacunes des méthodes d’enrichissement existantes afin d’avoir des analyses phosphoprotéomiques plus complètes. Dans cette étude, nous avons utilisé les liquides ioniques (LI), plus particulièrement les sels d’imidazolium, comme une technique d’enrichissement alternative, dans le but de favoriser une extraction sélective de phosphopeptides présents en solution. Les sels d’imidazolium ont donc été utilisés en raison de leurs propriétés physico-chimiques "facilement" ajustables selon la nature des substituants sur le noyau imidazolium et la nature de l’anion. Les sels de monoimidazolium et de bis-imidazolium possédant respectivement des chaînes linéaires à 4, 12 et 16 atomes de carbone et ayant différents anions ont été synthétisés et utilisés pour effectuer des extractions liquide-liquide et solide-liquide des phosphopeptides en solution. Dans un premier temps, des extractions liquide-liquide ont été réalisées en utilisant un liquide ionique (LI) ayant une chaine linéaire de 4 atomes de carbone. Ces extractions réalisées avec le bis(trifluoromethanesulfonyl) amide de 3-butyl-1-methylimidazolium (BMIM-NTf2) et l’hexafluorophosphate de 3-butyl-1-methylimidazolium (BMIM-PF6) n’ont pas montré une extraction notable du PPS comparativement au PN. Dans un deuxième temps, des extractions solide-liquide ont été réalisées en fonctionnalisant des particules solides avec des sels d’imidazolium possédant des chaines linéaires de 12 ou 16 atomes de carbone. Ces extractions ont été faites en utilisant un phosphopentapeptide Ac-Ile-pTyr-Gly-Glu-Phe-NH2 (PPS) en présence de 2 analogues acides non-phosphorylés. Il a été démontré que les sels d’imidazolium à chaine C12 étaient meilleurs pour extraire le PPS que les deux autres peptides PN (Ac-Ile-Tyr-Gly-Glu-Phe-NH2) et PE (Ac-Glu-Tyr-Gly-Glu-Phe-NH2) L’électrophorèse capillaire (CE) et la chromatographie liquide à haute performance couplée à la spectrométrie de masse (LC-MS) ont été utilisées pour quantifier le mélange des trois peptides avant et après extraction ; dans le but de mesurer la sélectivité et l’efficacité d’extraction de ces peptides par rapport à la composition chimique du liquide ionique utilisé.